Utility point customer bereavement! worst customer service ever received, they closed the account as requested and arranged refund. July 2021. As yet I have not received the refund. I was then asked... See more
Utility Point
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See what reviewers are saying
I've just logged in through the internet rather than app. No problem, all Info available. Moneysavingexpert recommends to sit tight until we get contacted by whoever takes over. Any money in credit... See more
What is the point of Utility Point (or its administrators) asking us to enter details of our meter readings when the Utility Point web site is not working and you CANNOT log in. Keep getting error 50... See more
shame on those vile 'humans' applauding their happiness for UP going bust, how about the poor employees who are now out of jobs and have families to look after? at least your energy will be taken ove... See more
Company details
Written by the company
Utility Point is ceasing to trade. Ofgem, the energy regulator, has appointed EDF as the new supplier for its customers. EDF will supply energy to all of Utility Point’s customers as of 18 September 2021. EDF will contact customers over the coming days and again in a few weeks when the transfer has been completed and their accounts have been fully set up. Customers need not worry, their supplies are secure. Former and current customers’ credit balances are protected. EDF may need to contact customers to determine the amount of any outstanding balance. Current and former customers who are in debit to Utility Point should wait to hear from EDF or Utility Point’s administrators who will talk to them about repayment arrangements. Ofgem’s advice to Utility Point’s customers is not to switch, but to sit tight and wait until EDF has been in touch. This will help make sure that the process of handing customers over to EDF and honouring any credit balances, is as hassle free for customers as possible. Utility Point customers can access more information at www.edfenergy.com/upfaqs or by calling 0333 009 7120. In an emergency situation please use the emergency contacts listed on the EDF website. More information can be found on the Ofgem website. Or if customers need additional support, call Citizens Advice on 0808 223 1133 or email them via their webform. Advice will also be shared on Ofgem’s twitter @ofgem and facebook channels
Contact info
Merck House, BH15 1TW , Poole, United Kingdom
- 03455 57 78 78
- feedback@utilitypoint.co.uk
- www.utilitypoint.co.uk
Leave if you can
I asked Utility Point to refund the money that they owed me. I had an email back saying it would take longer than expected. I expected it to take seven working days.
It’s almost a month now, so I chased up to be told it would take 60 days. This is unacceptable. I’m not interested if the company has a high amount of refunds to deal with and a shortage of staff.
If it has such a high number of refunds it should have charged appropriately in the first place.
I wonder how many warnings customers would get if they didn’t pay for 60 days.
September 9, 2021
Unprompted review
Reply from Utility Point
Hi there Elle,
We are sorry to hear that you’ve had this experience. Utility Point strive to deliver excellent customer service and we’re sorry that we have fallen short of your expectations. Please reply to our private message with your account details and a member of our team will promptly be in touch to resolve your issue.
Thank you,
The Utility Point Team
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Was a owed a £250 in overpayment
Was a owed a £250 in overpayment . Twice I have requested that money back and assured I would get it . We'll, I'm still waiting !!!!
September 9, 2021
Reply from Utility Point
Hi Tracy,
We are sorry to hear that Utility Point have fallen short of your expectations and that you have not received the level of service you had expected. Utility Point strive to deliver a high level of service and its always disappointing to hear of any of our customers being dissatisfied with the level of service they have received from us.
Please be advised our refund process is up to 60 days, it is not to say it will take this full amount of time however, we must advise of the maximum time frame in case of any delays. I can assure you the finance team does indeed have your refund request and it will be processed as soon as possible. We do sincerely apologise for the inconvenience caused.
Thank you,
The Utility Point Team
I now buy probably the nicest gas and…
I now buy probably the nicest gas and electricity that's available and not costing me a fortune!
September 9, 2021
Reply from Utility Point
Hi Nigel Beare-Wolfenden
Thank you for your review! We are pleased to hear this.
If you do have any questions at all, please do not hesitate to contact our team.
Thank you
Utility Point Team
Benn with Utility Point for a number of…
Benn with Utility Point for a number of years now and never had a problem.
September 9, 2021
Reply from Utility Point
Hi Michael,
Thank you for your review! We are pleased to hear that you have received the 5 star service we strive to deliver to all of our customers!
If you have any questions at all, please do not hesitate to contact our team.
Thank you
Utility Point Team
Very easy to use website
Very easy to use website to keep track of all aspects of energy useage makes it very trouble free all round
September 9, 2021
Reply from Utility Point
Hi Kevin Brown,
Thank you for your review! We are pleased to hear that our website is easy to use.
If you have any questions at all, please do not hesitate to contact our team.
Thank you
Utility Point Team
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Fair price and a fair deal
Fair price and a fair deal. Staff always pleasant, not that I have spoken to them often. They provide a good service.
September 9, 2021
Reply from Utility Point
Hi John Timms,
Thank you for your review! We are pleased to hear that you have received the high level of service we strive to deliver to all of our customers!
If you have any questions at all, please do not hesitate to contact our team.
Thank you
Utility Point Team
AVOID
Oh dear....i seem to be joining a long list of ex customers who are waiting for their money back, despite promises & wasted phone calls! Needless to say i wont be using Utility Point in the future...
September 9, 2021
Unprompted review
Reply from Utility Point
Hi Steve Poole,
We are sorry to hear that Utility Point have fallen short of your expectations and that you have not received the level of service you had expected. Utility Point strive to deliver a high level of service and its always disappointing to hear of any of our customers being dissatisfied with the level of service they have received from us.
Your refund has been escalated further to higher management and once issued our team will notify you. I can assure you the finance team does indeed have your refund request and it will be processed as soon as possible. We do sincerely apologise for the inconvenience caused.
Thank you.
Utility Point Team
as i am unable to bend i am unable to…
as i am unable to bend i am unable to read my meter, the people are aware that
provide gas and electric. how ever they have not made provision to send a meter reader out.
I was under the impression that an element of what COMPANY charge was for meters to be read!!!!!.--
September 9, 2021
Reply from Utility Point
Hi Mr Cox,
We can confirm you have been added to our Priority Service Register which means someone will attend you property every three months to read your meters and update these reads to your online account. If the meter reader is unable to gain access to the property then the appointment will be cancelled until the following date.
Please be advised our meter read reminder emails are sent out automatically each month therefore if you continue to receive the meter read reminder emails please ignore these.
A member of our team will contact you shortly to advise further.
Thank you,
The Utility Point Team
Easy to use firm
Been with them 3 years. Never an issue. It was easy to switch deals. Only thing is I have to do monthly readings but it's really easy to record online.
September 9, 2021
Reply from Utility Point
Hi Peter Jennings,
Thank you for your review! We are pleased to hear that you remained with Utility Point for another year.
Utility Point have now initiated installation of the second-generation smart meters - SMETS2, which are compatible with all suppliers across the industry. This means we will be able to remotely read your meters. Please let us know if you wish to be added to the list of interest to have these installed and we will organise this for you.
If you have any further questions at all, please do not hesitate to contact our team.
Thank you
Utility Point Team
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Never had any problems with this…Best company I've dealt with.
Never had any problems with this company, just, returned for 3rd year running.
September 9, 2021
Reply from Utility Point
Hi Mrs Trina Thomas,
Thank you for your review! We are pleased to hear that you remained with Utility Point for another year.
If you have any questions at all, please do not hesitate to contact our team.
Thank you
Utility Point Team
I am very happy with Utility Point
I am very happy with Utility Point, It is stress free as emails remind me of meter readings and the team keep up to date with the best providers and best prices.
I would recommend to anyone and have.
September 9, 2021
Reply from Utility Point
Hi Susan,
Thank you for your review! We are pleased to hear that you have received the 5 star service we strive to deliver to all of our customers!
If you have any questions at all, please do not hesitate to contact our team.
Thank you
Utility Point Team
Package renewed still charged wrong
Package renewed still charged wrong. Called customer service numerous times but nobody takes call after long waiting. Emailed but still no reply. Very disappointed
September 9, 2021
Reply from Utility Point
Hi Shiv,
We are sorry to hear that you have been unable to reach our team. We can confirm our agents are manning our phonelines and our current average wait time is under 5 minuets. However this can get busier at certain times of the day.
A member of our team will be in contact shortly to assist you further.
Thank you,
The Utility Point Team
Overall good service
Overall good service, only downside I would say is that it wouldn't let me change my direct debit as I am well over £300 in credit now.
September 9, 2021
Reply from Utility Point
Hi Scott,
Thank you for your review!
We are pleased to hear you have been happy with our service. A member of our team will be in contact with you shorty to review your direct debit.
Thank you
Utility Point Team.
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Never answer the phone
Never answer the phone, take an age to send back your money! Three times I’ve had to get money refunded. Got a final bill refund on the way, still waiting!
Edit… got the reply below, already sent them my info as requested. I tried to call them earlier today and after 30mins hung up.
September 9, 2021
Unprompted review
Reply from Utility Point
Hi Louise Rogers,
We are sorry to hear that you have been unable to reach our team. We can confirm our agents are manning our phonelines and our current average wait time is under 5 minuets.
Please reply to our private message with your account details and a member of our team will promptly be in touch to assist you further.
Thank you,
The Utility Point Team
Won’t process refund
This company don’t have the ability to process refunds. My account is in almost £300 of credit and I have been waiting approx 80 days to get MY money back (£207 at the time of initial request).
Having made several calls and emails - the latest being yesterday, I am no nearer to getting this resolved.
All I have been told is that there are delays due to staffing issues. I’m sorry, but having read so many reviews of similar issues this is just not good enough. Maybe a slight delay, but 80 days??!!!
I have even gone to the lengths of contacting Lookaftermybills.com to tell them they shouldn’t be using this company. I advise anyone else having issues to do the same.
It seems they have a record of overestimated direct debits!
September 9, 2021
Unprompted review
Reply from Utility Point
Hi Neil Catlin,
We are sorry to hear that Utility Point have fallen short of your expectations and that you have not received the level of service you had expected. Utility Point strive to deliver a high level of service and its always disappointing to hear of any of our customers being dissatisfied with the level of service they have received from us.
Your refund has been escalated further to higher management and once issued our team will notify you. I can assure you the finance team does indeed have your refund request and it will be processed as soon as possible. We do sincerely apologise for the inconvenience caused.
Thank you.
Utility Point Team
Will not refund money
My daughter moved out of her student house in Norwich 2 months ago and the account is £600 in credit. Despite several phone calls being on hold for 40 minutes each time she was fobbed off saying it would be escalated to a manager. When she asked to speak to a manager they were all busy each time. She is still waiting for a refund. I am also with them but will not be renewing next time. They are a joke and if they carry on they will go bust like a lot of the others.
September 8, 2021
Unprompted review
Reply from Utility Point
Hi David,
We are sorry to hear your daughter has had this experience. Your daughter will be contacted shortly to assist further with this.
Thank you.
Utility Point Team
Absolutely appalling company AVOID
Absolutely appalling company AVOID AT ALL COSTS .... have kept hold of my £600 due back in credit for over a month despite claiming they would return within 10 days when the account closed ... further to this due to their DD process, they took yet another payment .... still chasing to try and get our money that was on the account as credit when we left ... terrible customer service from A lady who’s name began with L during my last interation and was hung up on ....
September 8, 2021
Unprompted review
Reply from Utility Point
Hi Jay
We are sorry to hear that Utility Point have fallen short of your expectations and that you have not received the level of service you had expected. Utility Point strive to deliver a high level of service and its always disappointing to hear of any of our customers being dissatisfied with the level of service they have received from us.
Your refund has been escalated and once issued our team will notify you. I can assure you the finance team does indeed have your refund request and it will be processed as soon as possible. We do sincerely apologise for the inconvenience caused.
Thank you.
Utility Point Team
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DO NOT TRUST THIS COMPANY
If I could give less than one star, I would. They have consistently overcharged me and even took payment for an address I no longer live at. Nearly six weeks later I'm still chasing my refund, consistently being fobbed off and given a different story every time I call. It takes FOREVER to get through on the phone, probably because they have thousands of people calling to ask where their money is. I've been told by the operative today that all they can do is escalate my complaint (again) - but strangely their managers 'don't take calls' and their Finance department 'don't have phones' so they literally have no idea if or when it will be processed. I'm cancelling my DD and switching suppliers. The only amusing thing about this utter shambles is that they appear to think they have grounds to charge me an 'exit fee.'
And below is the same generic response they seem to give to everyone. Interesting that they can respond to poor reviews in minutes but can't process refunds for months.
September 8, 2021
Unprompted review
Reply from Utility Point
Hi Natalie Halliday,
We are sorry to hear that Utility Point have fallen short of your expectations and that you have not received the level of service you had expected. Utility Point strive to deliver a high level of service and its always disappointing to hear of any of our customers being dissatisfied with the level of service they have received from us.
Your refund has been escalated further to higher management and once issued our team will notify you. I can assure you the finance team does indeed have your refund request and it will be processed as soon as possible. We do sincerely apologise for the inconvenience caused.
Thank you.
Utility Point Team
Do not use this company if you want…
Do not use this company if you want your money back when you switch companies. We have been waiting for our account credit refund for months. Despite many emails and phone calls nothing has happened. 'It's been escalated to finance' is all we ever hear.
Update: we have contacted UP again several times by email, as per their reply. We have heard nothing AND STILL DON'T HAVE OUR MONEY!!!!!
September 8, 2021
Unprompted review
Reply from Utility Point
Hi there,
We are very sorry to hear that you’ve had this experience. Utility Point strive to deliver excellent customer service and we’re sorry that we have fallen short of your expectations. Following a review of your account, I can see that your complaints have been raised with our customer care team. Please liaise directly with them who will look to resolve your concerns as soon as possible, we sincerely apologise for any inconveniences caused.
Thank you,
The Utility Point Team
NOT TO BE TRUSTED!!
This company have been taking a DD payment from my account since August 2020 for energy they have not supplied, as well as taking another payment from the people that actually live at the address. I contacted them after receiving a letter from the company that actually Suplies the energy threatening me with court action for none payment. On August 17th I was promised payment within 10 days, still haven’t received payment and they have taken down there chatline and do not respond to emails. I have called the landline and was told there wasn’t an extension to deal with my complaint. Solicitors is the next step.
Absolute unprofessional company no matter what they say on their Website about customer care !!!!!
Annoyed and frustrated Rob
September 8, 2021
Unprompted review
Reply from Utility Point
Hi Robert,
We are sorry to hear that you’ve had this experience. Utility Point strive to deliver excellent customer service and we’re sorry that we have fallen short of your expectations. Please reply to our private message with your account details and a member of our team will promptly be in touch to resolve your issue.
Thank you,
The Utility Point Team
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